If your user role has the appropriate permissions, you can create, update, and delete reason codes that fit your requirements. Once the reason codes are created, standard users can apply them in transactions that support reason codes.

Pre-Populated and Default Reason Codes

Zuora provides the following pre-populated reason codes:

Payment Refund

Standard Refund (default)

Customer Satisfaction

Chargeback

Payment Reversal

Other

Credit Balance Refund

Standard Refund (default)

Account Closure

Customer Request

Other

Invoice Item Adjustment

Standard Adjustment (default)

Customer Satisfaction

Incorrect Charge

Write-off

Other

Invoice Adjustment

Note: Invoice Adjustment is deprecated on Production.

Standard Adjustment (default)

Customer Satisfaction

Incorrect Charge

Write-off

Other

Credit Balance Adjustment

Standard Adjustment (default)

Cancellation

Other

Setting the Default Reason Code

You can manually set any reason code to be the default reason code. If an inactive reason code is selected to be the default, Zuora will automatically make it active and then set it to be the default.

Click add new reason code. Enter a name for the code. The name can be a maximum of 25 characters long, and can include letters, numbers, dashes, spaces, and underscores. The names must be unique.

Select whether you want the reason code to be Active. Users can only apply active reason codes to refunds.

By default, a newly added reason code is automatically marked active. You can uncheck the box to make it inactive before you save the new reason code.

If you have used a reason code with transactions, making it inactive will not cause it to be removed from the existing transactions.

You cannot inactivate the default code. Instead, you must make another reason code the default, and then inactivate the former default code.

Click save.

The first reason code that you create will be the Default reason code. To change this, click Make Default for the code that you want to use as the reason code.

After setting up your reason codes, your users can add them to payment operations. See Creating a Payment Refund for detailed instructions about applying reason codes to payment refunds in Zuora. See Canceling and Refunding Credit Balances for detailed instructions about applying reason codes to credit balance refunds.

Activating and Deactivating Reason Codes

You cannot edit the name of a reason code. However, you can activate or deactivate reason codes. You cannot inactivate the default code. Instead, you must make another reason code the default, and then inactivate the former default code.